US Contact Center Premier Specialist

As a US Contact Center Premier Specialist at HSBC, you will handle inbound calls from existing and new clients across multiple products and countries.

Your main responsibilities will include:

• Providing high-quality service to achieve maximum customer satisfaction
• Resolving customer queries at first contact where possible
• Displaying a positive tone and communication style
• Maintaining a working knowledge of regulations to identify risk or fraudulent activity
• Escalating material issues and ensuring timely resolution
• Acting and resolving clients' concerns through proactive complaint resolution
• Listening to customers and establishing needs to offer relevant products
• Maintaining attention to detail and high accuracy in directing and navigating customers
• Taking ownership and initiative to complete necessary research and follow-up
• Acting as a role model for HSBC's Group values and behaviors
• Supporting colleagues and customers to deliver superior customer service
• Handling multiple banking products
• Generating customer loyalty through strong product knowledge
• Being a digital expert and helping clients navigate digital platforms
• Achieving individual targets and sales goals while maintaining quality and compliance

To succeed in this role, you will likely have:

• A minimum of a high school diploma or General Education Development Test
• Proven and progressive customer service and sales experience
• Flexibility, customer-centricity, and the ability to thrive in a team environment
• Excellent communication skills and the ability to work in a high-volume, fast-paced environment
• Proficiency with personal computers and basic software packages

As an HSBC employee, you will have access to tailored professional development opportunities, a competitive pay and benefits package, and a robust Wellness Hub.